Partners
What if the family’s email address has been typed incorrectly in a submitted form?
Please make every effort to ensure the family email address is correct before you press Submit. If a mistake has been made, continue with the provision of the voucher and at the end of the process you will be able to see the link for the voucher, which you can then copy and send on to the family.
What if I have to leave an application before completing it?
If you need to leave the application, click Save as at the bottom of the page. This will save the application for 7 days.
After 7 days, the grant will go back into your organisation’s allocation.
See our help article here.
What does the recipient need to do when they receive their voucher?
The recipient will need to follow the instructions displayed in the email/text they receive to claim their voucher.
See our help article here.
What if the family doesn’t have an email address?
You can put your own email address into the Application Form, the voucher will then be sent
directly to you. You can then print off the voucher for the family.
What happens when I receive a message saying the application is a possible duplication?
Applicants can receive a maximum of one voucher within a 12-month period. If the applicant has already received a voucher within 12 months they cannot be allocated another.
We support families living in shared, temporary accommodation; what is the criteria for a duplication?
We are currently working with 3 duplication criterion:
- Two parents at the same address applying for the same child
- Two parents at different addresses applying for the same child
- Same parent applying for different child
This means that if there are two families living at the same address and one family had received a grant within the last year, this would be flagged as a duplicate. In this case (and in other duplication cases), the Referral Partner is recommended to complete the Refer decision option and provide any additional support for the application. The message will be sent to the Save the Children country team who will be able to override the duplication and allow the application to proceed. The grant will be ‘reserved’ while the application is going through the duplication process.
How will the applicant's personal information be used?
Ensuring the data we collect is safe, particularly from vulnerable families is very important to us. We have ensured that only personal information really necessary for the provision of the grant is being collected. This personal information about the family will be held securely in the Evouchers system and will only be accessible to those who need it and will not leave the system.
Any information sent from the Evouchers system to Save the Children for analysis and reporting will be completely anonymised. This is why we are asking for the one qualitative question not to include names, as we are hoping we can use the answers in our reporting.
We have been working closely with our Data Protection Counsel and have produced a Privacy Impact Assessment for the project which details what information is being collected and why and how this information is being kept secure to ensure we are fully GDPR compliant.
Are there any restrictions on what vouchers can be used for?
Some retailers have restrictions on what can be purchased using their gift cards, these are set by the retailers and not Save the Children or Evouchers. For more information click here, or contact the retailer directly for further advice.
I use the Evouchers system to distribute grants for another organisation. Will this affect my logon to this system?
If you have an Evouchers account and a Save the Children partner account, switch between the two by clicking the square in the top left corner of the page, and select which organisation you wish to be logged in as.
Do I have to use two-factor authentication?
Yes, two-factor authentication (2FA) offers an essential extra layer of protection for our account users. This feature provides an additional layer of protection for your account and helps to minimise the risks associated with compromised email addresses. By enabling two-factor authentication, even if your email address is hacked, guessed, or phished, it will not be sufficient for an intruder to access our systems. This extra security measure ensures that only authorised individuals can access your account.
For more information regarding 2FA, click here.
The recipient has not received their voucher, what can I do?
See our help article here.
Recipients
Can the voucher be used online?
Some retailers do allow their vouchers to be used online. To find out which retailers do, click here.
Can the retailer be changed once it has been selected?
No, once the retailer has been selected, it has been purchased from the retailer and cannot be changed.
Are there any restrictions on what supermarket vouchers can be used for?
Some retailers have restrictions on what can be purchased using their gift cards. For more information click here, or contact the retailer directly for further advice.
How can I check the balance of a gift card?
Most retailers will have an online balance checker to quickly and easily display an up-to-date balance. Find the link for each retailer here.